Technical Support Level 3 (m/f/d) Customer Support

Overview

Provide technical support for hardware/software, troubleshoot, manage tickets, and liaise with teams.

Key Responsibilities

• technical support
• escalation management
• incident management
• troubleshooting
• customer inquiry
• process improvement

Tasks

-Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines -Take lead on escalated customer related issues or small projects derived from that cases -Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain -Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management) -Manage incidents, product defects, software license and case escalations -Respond to both internal and external customer inquiries related to the organization’s hardware and software products -Research, diagnose, and troubleshoot solutions to resolve system issues -Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system -Actively provide input to process improvements and support the development of new processes

Requirements

• aec experience
• engineering degree
• process management
• project management
• communication
• service mindset

What You Bring

-Experience supporting the AEC (Architecture, Engineering, and Construction) sector or a background in surveying would be considered desirable. -Demonstrate strong organizational business process flow knowledge -Strong service-oriented mindset -Demonstrated work experience in a technical service-oriented organization -Strong communications skills -Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred) -Fluent in English -Process management (reengineering) and project management knowledge

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Benefits

-Pension scheme with Employer contribution -25 days paid vacation leave + Public Holidays -Opportunities to work from home -Flexible working 37,5 hours per week -Free drinks (Coffee/Tea)

About Faro Technologies

-Pioneered portable 3D measurement technology. -Flagship FaroArm and laser tracker systems revolutionized inspection, reverse engineering, and quality control. -Expanded into construction documentation and public-safety scene reconstruction. -Headquartered in Lake Mary, FL, with global operations. -Serves automotive, aerospace, AEC, and law-enforcement clients. -Projects include factory floor inspections, documenting historic architecture, and crime-scene analysis. -Laser trackers offer superior accuracy over large volumes compared to traditional total-stations. -Portable arms provide flexible, on-site measurement with ease compared to fixed CMMs. -Continues bridging the digital and physical world for real-time measurement capabilities.

Sector Specialisms